Multi-factor service design: identification and consideration of multiple factors of the service in its design process

Service design is a multidisciplinary area that helps innovate services by bringing new ideas to customers through a design-thinking approach. Services are affected by multiple factors, which should be considered in designing services. In this paper, we propose the multi-factor service design (MFSD) method, which helps consider the multi-factor nature of service in the service design process. The MFSD method has been developed through and used in five service design studies with industry and government. The method addresses the multi-factor nature of service for systematic service design by providing the following guidelines: (1) identify key factors that affect the customer value creation of the service in question (in short, value creation factors), (2) define the design space of the service based on the value creation factors, and (3) design services and represent them based on the factors. We provide real stories and examples from the five service design studies to illustrate the MFSD method and demonstrate its utility. This study will contribute to the design of modern complex services that are affected by varied factors

Antimicrobial proteins and polypeptides in pulmonary innate defence

Inspired air contains a myriad of potential pathogens, pollutants and inflammatory stimuli. In the normal lung, these pathogens are rarely problematic. This is because the epithelial lining fluid in the lung is rich in many innate immunity proteins and peptides that provide a powerful anti-microbial screen. These defensive proteins have anti-bacterial, anti- viral and in some cases, even anti-fungal properties. Their antimicrobial effects are as diverse as inhibition of biofilm formation and prevention of viral replication. The innate immunity proteins and peptides also play key immunomodulatory roles. They are involved in many key processes such as opsonisation facilitating phagocytosis of bacteria and viruses by macrophages and monocytes. They act as important mediators in inflammatory pathways and are capable of binding bacterial endotoxins and CPG motifs. They can also influence expression of adhesion molecules as well as acting as powerful anti-oxidants and anti-proteases. Exciting new antimicrobial and immunomodulatory functions are being elucidated for existing proteins that were previously thought to be of lesser importance. The potential therapeutic applications of these proteins and peptides in combating infection and preventing inflammation are the subject of ongoing research that holds much promise for the future

Conclusion: The future of service excellence in Asia

Whilst the Asian region is experiencing a growth in tourist arrivals, it becomes increasingly important for businesses in its tourism and hospitality industry to find ways to sustain the growth momentum into the future. This edited book posits that going beyond just customer satisfaction to achieve customer delight may be the solution. For long-term competitiveness, with a better understanding of customer needs, businesses can develop their operational capabilities and competencies in meeting these needs, not only to satisfy, but also to delight their customers. Some key takeaways from the broad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience

A target-oriented data envelopment analysis for energy-environment efficiency improvement in Japan

This paper aims to offer a quantitative contribution to energy-environment policy in Japan in the aftermath of the Fukushima nuclear power accident. Since then, nuclear power energy supply has almost entirely been banned, and consequently, an intensive search for alternative forms of energy supply (ranging from fossil fuels to renewable forms of energy, such as solar or thermal power) has started. There is no clear-cut direction for energy policy, as each option involves costs and C